LO150_EN_Col14_FT_Part_A4 (第10页)

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LO150 Lesson: Inventory Sourcing–Make-to-Order

Make-to-orderproductionischaracterizedbythefactthatmaterialsthe

specificmaterialrequestedbythecustomerisnotonethatiscommonly

built and stored in the warehouse. It will require that a specific bill of

materials be identified and a production order be released to build the

material for the sales order.

Anindividualcustomerrequirementisgeneratedfromthesalesorderitem

and transferred to materials planning.

MaterialsPlanningandProductionwillviewtherequirementforthesales

orderitem. Basedontherequirement,purchaseordersandsub-assembly

productionordersmaybereleasedtosupporttherequirement. Afterthe

material has been manufactured and received to stock, the sales orders

stockfortheitem willbe availablefordelivery.

Whenthedeliveryisdue,youwillpickthesales-order-specificstockand

post goods issue. This will reduce the sales order stock. You can then

create abilling document for the delivery.

Make-to-Order Materials

Figure 111: Make to Order Process Flow

Therequirementquantity(plannedindependentrequirements),delivery

dateandconfigurationspecificationsaretransferredfromthesalesorder

tomaterialsplanningasanindividualcustomerrequirement.

You then use aplanning runto generate a planned order. Here, bills of

materialareexpandedanddependentrequirementsfortheassembliesand

components are generated.

Assoonasproductioncanstart, youcreateaproductionorderfrom the

planned order.

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Unit7: SalesandDistribution: Make-to-Order LO150

The system returns the confirmed quantity and delivery date from the

production order to the sales order.

Assembly Order Materials

Figure 112: Assembly Order Processing

The individual components for the final product have already been

producedformake-to-orderproductionwithassemblyproduction. You

thenonlyneedtoassemblethecomponentsaccordingtothecustomer’s

wishes. Thismeansyouwillhaveasingle-levelbillofmaterialandyou

will not generate dependentrequirements.

This production order will not need a planning run at this point for to

releaseaproductionorder. Youwillcreateaproductionorderdirectlyas

a result of creating the sales order.

The system returns the confirmed quantity and delivery date from the

productionordertotheschedulelinesinthesalesorder.

Anychangesmadetotheconfirmedschedulelinesorthedeliverydateare

immediatelyvisibleinthesalesorderand/ortheproductionorder.

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LO150 Lesson: Inventory Sourcing–Make-to-Order

Figure 113: Cost Management of the Sales Order Item

In sales order processing, the costs and sales revenue for a sales order

item are collected in a controlling object for that item and settled in a

profitability analysis.

Pricinginthesalesorderdeterminestheplannedsalesrevenuesandthe

actualsalesrevenueispostedinthebillingdocument.

Theplannedcostsarecomparedtotherevenues. Theyarisefromproduct

orunitcosting,orfromthevaluationpriceinthematerialmaster(standard

priceormovingaverageprice). Theactualcostsarecalculatedfromthe

withdrawal,productionorders,internalactivityallocationandsurcharges.

The accrued actual sales revenues and costs are settled in Controlling

ProfitabilityAnalysis(CO-PA)inordertodeterminetheprofitorloss.

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Unit7: SalesandDistribution: Make-to-Order LO150

360

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LO150 Lesson: Inventory Sourcing–Make-to-Order

Exercise 25: Inventory Sourcing–Make-to-

Order

Exercise Objectives

Aftercompletingthisexercise, youwillbeableto:

• Explainhowitemcategorydeterminationcanbeinfluenced bythe

item category of the higher level item.

• Explain the integration between SD, MM and PP using a make to

order material.

Business Example

Acustomer orders aspecially painted gas tank from youinaccordance

with his own personal requirements. You also send him assembly

instructions and racing stripes for the tank.

Task

Create a sales order from the customers purchase order and remain in

the order for the next exercise step.

1. Thecustomerordersagastankforhismotorcycle. Hehasrequested

that you provide custom paint and stripes to the tank before it is

delivered.

Customer P.O. for the gas tank

Field Value

Customer(Sold-to) T-S50A##

Sales Area 1000/12/00

Customer PO no. 8–311##

Requesteddeliverydate 10 days from today

Material T-FS1##

Quantity 1 pc

Continued on next page

361

Field	Value
Customer(Sold-to)	T-S50A##
Sales Area	1000/12/00
Customer PO no.	8–311##
Requesteddeliverydate	10 days from today
Material	T-FS1##
Quantity	1 pc

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Unit7: SalesandDistribution: Make-to-Order LO150

2. You will provide 1 each of the assembly instructions, T-AS7##,

and the racing stripes, T-AS8##, free-of-charge with the gas tank.

Therefore,enterbothmaterialsintheabovesalesorderaswell.

Hint: As you want to make it clear in the sales order that

bothmaterialsbelongtogastankT-FS1##, enterbothitems

under the higher-level item 10.

3. Whatitemcategoriesdo thethreeitemshave?

Hint: Youcanseetheitemcategorytypeinthesalesoverview

screen.

4. Whatisthenetpriceofthethreeitems? ______________

Hint: Check the line item conditions.

5. Save the sales order and record the document number.

_______________

6. Display the sales order forpurchaseorder number, 8–311##. (This

salesorderwascreatedinapreviousexercise)

Checktheproductiondataforthegastank,T-FS1##,ontheschedule

line for item 10.

Record thenumberof the assemblyorder.

7. Displaytheassemblyorderheader. Notethebasicdatesforthestart

and finish of the production order.

8. Which date in the sales order corresponds to the end date in the

assembly order?

________________________________________

9. Thecustomerinformsyouthathewould liketo have thegastank,

T-FS1##,deliveredeightdayslater. Changetherequesteddelivery

inthefirstdatefieldforitem10accordinglyinthesalesorder. Save

your change.

What is the effectof thechangeto items20 and 30on the required

delivery date?

___________________________________________

Continued on next page

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LO150 Lesson: Inventory Sourcing–Make-to-Order

10. DisplaytheproductionorderheaderforgastankT-FS1##(item10).

Recordtheeffectofthedatechangetothefinishdate.

Hint: To display the assembly order from the sales order,

→ →

chooseSchedulelineforitem Schedulelinedetail Production

order push button

11. Recieve the production orderinto stock

Production gives you notice that the gas tank is assembled. In

materialsmanagement,enterthegoodsreceiptfortheproductionin

tothesalesorderstockinplant1000,location0001,movementtype

101.

Movement type 101

Order assemblyproductionorder

Plant 1000

Storage location 0001

12. Display the sales order stock in the stock overview for material

T-FS1##in plant 1000.

Howmanyunitsarethereinthesalesorderstock?

Hint: To display the associated salesordernumber double

click on the quantity.

363

Movement type	101
Order	assemblyproductionorder
Plant	1000
Storage location	0001

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Unit7: SalesandDistribution: Make-to-Order LO150

Solution 25: Inventory Sourcing–Make-to-

Order

Task

Create a sales order from the customers purchase order and remain in

the order for the next exercise step.

1. Thecustomerordersagastankforhismotorcycle. Hehasrequested

that you provide custom paint and stripes to the tank before it is

delivered.

Customer P.O. for the gas tank

Field Value

Customer(Sold-to) T-S50A##

Sales Area 1000/12/00

Customer PO no. 8–311##

Requesteddeliverydate 10 days from today

Material T-FS1##

Quantity 1 pc

→ → → →

a) Logistics Salesanddistribution Sales Order Create.

Do not save the order yet.

2. You will provide 1 each of the assembly instructions, T-AS7##,

and the racing stripes, T-AS8##, free-of-charge with the gas tank.

Therefore,enterbothmaterialsintheabovesalesorderaswell.

Hint: As you want to make it clear in the sales order that

bothmaterialsbelongtogastankT-FS1##, enterbothitems

under the higher-level item 10.

a) Entereachmaterialassigningthemtohigherlevelitemcategory

10.

b) Enter10intheHigher-levelItemfieldforitems20and30.

Continued on next page

364

Field	Value
Customer(Sold-to)	T-S50A##
Sales Area	1000/12/00
Customer PO no.	8–311##
Requesteddeliverydate	10 days from today
Material	T-FS1##
Quantity	1 pc

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LO150 Lesson: Inventory Sourcing–Make-to-Order

3. Whatitemcategoriesdothethreeitemshave?

Hint: Youcanseetheitemcategorytypeinthesalesoverview

screen.

a) Item 10: Make-to-orderproductionTAK

b) Item 20: Free-of-charge item TANN

c) Item 30: Free-of-charge item TANN

4. Whatisthenetpriceofthethreeitems? ______________

Hint: Check thelineitem conditions.

a) Item 10: 300

b) Item 20: 0

c) Item 30: 0

5. Save the sales order and record the document number.

_______________

a) Choose Save.

Thedocumentnumberisassignedbythesystem.

6. Display the salesorder forpurchase ordernumber, 8–311##. (This

salesorderwascreatedinapreviousexercise)

Checktheproductiondataforthegastank,T-FS1##,ontheschedule

line for item 10.

Recordthe numberof theassembly order.

→ → → →

a) Logistics Salesanddistribution Sales Order Display.

b) Item 10: ChooseScheduleslinefor item.

c) Choose Production order push-button.

Thedocumentnumberfortheassemblyorderhasbeenassigned

internally.

7. Displaytheassemblyorderheader. Notethebasicdatesforthestart

and finish of the production order.

a) Choose Header.

The end and start dates have been calculated by the system.

Backward scheduling for the assembly order is carried out

on the basis of the work plans for the material (gas tank).

Backwardschedulingiscarriedoutfromthesalesordermaterial

availability date.

Continued on next page

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Unit7: SalesandDistribution: Make-to-Order LO150

8. Which date in the sales order corresponds to the end date in the

assembly order?

________________________________________

a) Theenddateoftheassemblyordercorrespondstothematerial

availability date in the sales order.

9. Thecustomerinformsyouthathewould liketo have thegastank,

T-FS1##,deliveredeightdayslater. Changetherequesteddelivery

inthefirstdatefieldforitem10accordinglyinthesalesorder. Save

your change.

What is the effectof thechangeto items20 and 30on the required

delivery date?

___________________________________________

→ → → →

a) Logistics Salesanddistribution Sales Order Change.

b) Item 10: Change required delivery date to eight days in the

future.

Therequireddeliverydateforitems20and30changesaccording

tothedateinitem10,astheyaresubordinatetothisitem.

10. DisplaytheproductionorderheaderforgastankT-FS1##(item10).

Recordtheeffectofthedatechangetothefinishdate.

Hint: To display the assembly order from the sales order,

→ →

chooseSchedulelineforitem Schedulelinedetail Production

order push button

→ → → →

a) Logistics Salesanddistribution Sales Order Display`

b) Item10: ChooseScheduleslineforitem

c) ChooseProductionorderheaderpush-button.

As the required delivery date was changed in the previous

exercise, a new material availability date was determined in

the sales order. This new material availability date has been

transferredtotheassemblyorderasanewenddate.

11. Recieve the production orderin to stock

Production gives you notice that the gas tank is assembled. In

materialsmanagement,enterthegoodsreceiptfortheproductionin

tothesalesorderstockinplant1000,location0001,movementtype

101.

Continued on next page

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LO150 Lesson: Inventory Sourcing–Make-to-Order

Movement type 101

Order assemblyproductionorder

Plant 1000

Storage location 0001

→ → → →

a) Logistics Inventory Management Goodsmovement Goods

→

receipt For order.

b) Movement type: 101

c) Order: Enter the production order number

d) Plant: 1000

e) Location: 0001

f) ChooseAdopt+Details. Enterpastthemessages.

g) Choose Save.

12. Display the sales order stock in the stock overview for material

T-FS1##in plant 1000.

Howmanyunitsarethereinthesalesorderstock?

Hint: To display the associated salesordernumber double

click on the quantity.

→ → →

a) Logistics Materials management Inventory management

→ →

Environment Stock Stock overview.

Thereis1 unitin the sales orderstock.

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Movement type	101
Order	assemblyproductionorder
Plant	1000
Storage location	0001

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Unit7: SalesandDistribution: Make-to-Order LO150

Lesson Summary

You should now be able to:

• Determinehowtheitemcategoryofalineitemcanbeinfluencedby

theitem categoryof ahigher-levelline item

• Explainthe integrationbetween SD, MMand PPduring the order

entry of an assemble to order material

Related Information

• http://help.sap.com

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LO150 Lesson: Shipping Process – Make-to-Order

Lesson: Shipping Process – Make-to-Order

Lesson Overview

Inthislesson,youwillpackanddeliveramake-to-orderproduct.

Lesson Objectives

Aftercompleting this lesson, youwillbeable to:

• Pack items into the outbound delivery

Business Example

As a part of the IDES team, you should get familar with the packing

options that are avaible to you in theR/3 System. You need to create a

deliverydocumentandpackthemake-to-orderproduct.

Figure 114: Packing

Whenpacking,youcancombinedeliveryitemsandpackthemindifferent

shippingunits. Youcanmarkitemstobepackedinthedeliveryandthen

assign them to shipping units.

A shipping unit can be packed into another shipping unit. Shipping

Units(SU)VSE1andVSE2are,forexample,packedin(SU)VSE5.

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Unit7: SalesandDistribution: Make-to-Order LO150

Figure 115: Outbound Delivery from Sales Order Stock

AfterProductionhasfinishedmakingthematerial,goodsreceiptisposted

in the sales order stock.

Sales order stock is special stock, which can only be used for a specific

sales order.

Aftergoodsissueforoutbounddeliveryisposted,thesalesorderstockis

reduced accordingly.

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LO150 Lesson: Shipping Process – Make-to-Order

Exercise 26: Shipping Process–Make-to-

Order

Exercise Objectives

Aftercompletingthisexercise, youwillbeableto:

• Explain packing options

• Pack items in to the outbound delivery.

Business Example

Createadelivery andpack thecustomassembled gastank thehasbeen

made specifically for your customer.

Task

Createanoutbounddeliveryforthegastanksalesorderyoucreatedfor

themaketoorderproductinthepreviouslesson(purchaseorder8–311##).

1. Create adeliveryfor the custom gastank.

2. Pack the gas tank.

3. From within the delivery, use the subsequent functions feature to

createatransferorderforthedeliveryandpostgoodsissue.

4. Display the sales order stock in the stock overview for material

T-FS1##in plant 1000.

Howmanyunitsarethereinthesalesorderstock? __________

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Unit7: SalesandDistribution: Make-to-Order LO150

Solution 26: Shipping Process–Make-to-

Order

Task

Createanoutbounddeliveryforthegastanksalesorderyoucreatedfor

themaketoorderproductinthepreviouslesson(purchaseorder8–311##).

1. Create adelivery for the custom gastank.

→ → →

a) Logistics Salesanddistribution Shippingandtransportation

→ → →

OutboundDelivery Create SingleDocument WithReference

to Sales Order.

data for delivery creation

Shipping Point Z0##

Select date 20days fromtoday

Order Ordernumberfromprevious

lesson.

2. Pack the gas tank.

a) ChoosePackiconintheapplicationtoolbar.

b) Enter the Packing material: PK-096

c) Selectthehandlingunitandtheitemstobepacked.

d) Select Pack icon.

e) Choose Save.

Thedocumentnumberisassignedbythesystem.

3. From within the delivery, use the subsequent functions feature to

createatransferorderforthedeliveryandpostgoodsissue.

→ → →

a) Logistics SalesandDistribution ShippingandTransportation

→ →

OutboundDelivery Change SingleDocumentEnterSubsequent

→

functions Create transfer order.

transfer order instructions

Warehousenumber 010

Adoptpickquantity 2 (update pick qty in the

delivery and PGI.

4. Display the sales order stock in the stock overview for material

T-FS1##in plant 1000.

Continued on next page

372

Shipping Point	Z0##
Select date	20days fromtoday
Order	Ordernumberfromprevious lesson.

Warehousenumber	010
Adoptpickquantity	2 (update pick qty in the delivery and PGI.

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LO150 Lesson: Shipping Process – Make-to-Order

Howmanyunitsarethereinthesalesorderstock? __________

→ → →

a) Logistics Materials management Inventory management

→ → →

Environment Stock Stockoverview SalesOrderStock.

Thereis no longerany salesorderstock.

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Unit7: SalesandDistribution: Make-to-Order LO150

Lesson Summary

You should now be able to:

• Pack items into the outbound delivery

Related Information

• http://help.sap.com

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LO150 Unit Summary

Unit Summary

You should now be able to:

• Processaninquiry,quotationandasalesorder

• Createasalesorderwithreferencetoaquotation

• Determinetheuseandcontrolsassociatedwiththeitemcategorytype

• Identifytheitemcategorytypesofthesalesorderlineitems

• Determinehowtheitemcategoryofalineitemcanbeinfluencedby

the item category ofahigher-levelline item

• Explain the integrationbetween SD, MM and PPduringthe order

entry of an assemble to order material

• Pack items into the outbound delivery

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Unit Summary LO150

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LO150 Test Your Knowledge

Test Your Knowledge

1. The two pre-sales documents that this lesson focused on are:

inquiryinquiryand quotationquotation.

Fillintheblankstocompletethesentence.

2. Quotations are offers from a sales area/office to a customer for

deliveringmaterialsorprovidingservicesunderspecifiedconditions.

Determinewhetherthisstatementistrueorfalse.

True

False

3. Quotationsarelegallybindingthroughoutthegivenvalidityperiod.

Determinewhetherthisstatementistrueorfalse.

True

False

4. In the standard SAP system, the inquiry item status becomes

completelyreferencedcompletelyreferencedassoonastheinquiry

itemisreferenced,evenifthefullitemquantitywasnotreferenced.

Fillintheblankstocompletethesentence.

5. The item category in the sales document is determined

using the salesdocumenttypesalesdocumenttype,

itemcategorygroup(frommaterialmaster)itemcategorygroup(frommaterialmast

usage(ABAPprograms)usage(ABAPprograms),

itemcategoryofhigherlevelitemitemcategoryofhigherlevelitem,

or a combination of these.

Fillintheblankstocompletethesentence.

6. The item category group is maintained in the material master on

the Sales: Sales Org. Data 2 page.

Determinewhetherthisstatementistrueorfalse.

True

False

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TestYourKnowledge LO150

7. The item category in the sales document is determined

using the salesdocumenttypesalesdocumenttype,

itemcategorygroup(frommaterialmaster)itemcategorygroup(frommaterialmaster),

usage(ABAPprograms)usage(ABAPprograms),

itemcategoryofhigherlevelitemitemcategoryofhigherlevelitem,

or a combination of these.

Fillintheblankstocompletethesentence.

8. In this lesson, the item category forthe assembly instructions was

determined based on salesdocumenttypesalesdocumenttype,

itemcategorygroup(frommaterialmaster)itemcategorygroup(frommaterialmaster)

and

itemcategoryofahigher-levelitemitemcategoryofahigher-levelitem

Fillintheblankstocompletethesentence.

9. ItemcategorygroupismaintainedontheSales: SalesOrg. Data2page.

Determinewhetherthisstatementistrueorfalse.

True

False

10. Ifyoucreateasalesorderforamake-to-ordermaterialwithassembly,

anychangesmadetotheconfirmedschedulelinesorthedeliverydate

areimmediatelyvisibleinthesalesorderand/orintheproduction

order.

Determinewhetherthisstatementistrueorfalse.

True

False

11. Youcanpackatsalesorderentrysalesorderentry,deliverydelivery,

andtransportationtime. transportationtime.

Fillintheblankstocompletethesentence.

12. What is shipping material?

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LO150 Test Your Knowledge

13. What is a shipping unit?

14. Theitemcategorycontrolsifanitemcanbepacked.

Determinewhetherthisstatementistrueorfalse.

True

False

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TestYourKnowledge LO150

Answers

1. The two pre-sales documents that this lesson focused on are:

inquiryand quotation.

Answer: inquiry, quotation

2. Quotations are offers from a sales area/office to a customer for

deliveringmaterialsorprovidingservicesunderspecifiedconditions.

Answer: True

3. Quotationsarelegallybindingthroughoutthegivenvalidityperiod.

Answer: True

Legallybindingtoyouthesupplierbutthecustomeryouaregiving

the quote to.

4. In the standard SAP system, the inquiry item status becomes

completelyreferencedassoonastheinquiryitemisreferenced,even

if thefullitem quantity was notreferenced.

Answer: completely referenced

Thiscompletionruleisattheitemcategoryinconfiguration.

5. The item category in the sales document is determined using the

sales document type, item category group (from material master),

usage (ABAP programs), item category of higher level item, or a

combination of these.

Answer: salesdocumenttype, itemcategory group(frommaterial

master),usage(ABAPprograms),itemcategoryofhigherlevelitem

6. The item category group is maintained in the material master on

the Sales: Sales Org. Data 2 page.

Answer: True

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LO150 Test Your Knowledge

7. The item category in the sales document is determined using the

sales document type, item category group (from material master),

usage (ABAP programs), item category of higher level item, or a

combination of these.

Answer: salesdocumenttype, itemcategorygroup(frommaterial

master),usage(ABAPprograms),itemcategoryofhigherlevelitem

8. In this lesson, the item category for the assembly instructions was

determinedbasedonsalesdocumenttype,itemcategorygroup(from

materialmaster)anditemcategoryofahigher-levelitem

Answer: salesdocumenttype, itemcategorygroup(frommaterial

master), item categoryof ahigher-levelitem

9. ItemcategorygroupismaintainedontheSales: SalesOrg. Data2page.

Answer: False

The item category group is maintained in the material master on

the Sales: Sales Org. Data 1 page.

10. Ifyoucreateasalesorderforamake-to-ordermaterialwithassembly,

anychangesmadetotheconfirmedschedulelinesorthedeliverydate

areimmediatelyvisibleinthesalesorderand/orintheproduction

order.

Answer: True

11. Youcanpackatsalesorderentry,delivery,andtransportationtime.

Answer: salesorderentry,delivery,transportationtime.

12. What is shipping material?

Answer: Shipping material is used for packing and transporting

products. Shippingmaterialincludecrates,palletsorcontainers. You

mustalwaysenterashippingmaterialwhenyoucreateashipping

unit.

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TestYourKnowledge LO150

13. What is a shipping unit?

Answer: A shipping unit is a combination of materials that are

packedtogetherinashippingmaterialataparticulartime. Shipping

units contain items, which in turn are made up of shipping units

or delivery items.

14. Theitemcategorycontrolsifanitemcanbepacked.

Answer: True

If,attheitemcategorycontrol,yousaytheitemmustbepacked,then

theitemmustbepackedbeforeapostgoodsissuecantakeplace.

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Unit 8

Sales and Distribution: Complaint

Processing

Unit Overview

Thisunitwillintroduceyoutothedocumentsandprocessesthatareused

to resolve customer complaints.

Unit Objectives

Aftercompletingthisunit, youwillbe able to:

• Processacreditmemorequestandcreditmemo

• Process a returns request sales order, returns delivery and credit

memo

• Processaninvoicecorrectionrequestsalesorderandcreditmemo

• Cancel a billing document

Unit Contents

Sales Order Processing – Complaint Processing...........................384

Exercise 27: Sales Order Processing – Complaint Processing...........387

Shipping: Complaint Processing..............................................396

Exercise 28: Shipping–Complaint Processing ..............................399

Billing – Complaint Processing................................................405

Exercise 29: Billing–Complaint Processing..................................409

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Unit8: SalesandDistribution: ComplaintProcessing LO150

Lesson: Sales Order Processing – Complaint Processing

Lesson Overview

Customercomplaintsareanormalpartofdoingbusiness. Inthislesson,

youwilllearn the different documents that available to assist you with

the complaint process.

Lesson Objectives

Aftercompletingthislesson, youwillbeableto:

• Processacreditmemorequestandcreditmemo

Business Example

Acustomercallstocomplainthattheyhavereceivedaproductthathas

beendamaged. Sincetheproductisnotanexpensiveproduct,IDESwill

not requirethem to return it. Youneed to create a creditmemo request

andreceiveapprovalfromaauthorizedpersonbeforeyoucanissuethe

customercredit for the damaged product.

Figure 116: Processes in Complaints Processing

You create returns, a credit memo request, a debit memo request or an

invoice correction request afteryouhave:

• Created a sales order

• Deliveredthegoodstothecustomerandinvoicedthecustomerfor

these

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LO150 Lesson: Sales Order Processing – Complaint Processing

Youcreatereturnsifthecustomersendsthegoodsbacktoyou.

Youcreateaninvoicecorrectionrequestifthereisadifferenceinpriceor

quantity in the billing document.

Billing is carried out via a credit/debit memo after approval of the

credit/debit memo request.

Figure 117: Processing Credit and Debit Memos

Thecreditanddebitmemorequestprocessesarethesame.

Youcancreatecreditanddebitmemorequestsbyreferencingeitherthe

invoice orsales order. The systemcanthen transfer the correct amount

from the preceding document.

Enteranorderreason(reasonforadjustment)forevaluationpurposes.

Abilling block isautomatically assigned to thecredit memo requestor

debit memo request document type. This prevents immediate billing.

If approval is required, the block must be removed before the billing

(credit/debit memo) can be created.

During creationof the billing documents(credit memo ordebit memo)

therequiredaccountingdocumentsarecreated. Bydoingso, thecorrect

amounts are debited or credited against the customer’s Accounts

Receivable (A/R) account.

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Unit8: SalesandDistribution: ComplaintProcessing LO150

Figure 118: Approval of a Credit Memo

Beforeacreditmemocanbecreated, thereisanapprovalprocessinthe

R/3System. Thisiscarriedoutbyassigningadefaultbillingblocktothe

document type

The returns, credit memo request, debit memo request and invoice

correctionrequestsalesdocumenttypescontainacorrespondingbilling

block.

These documents are checked by an employee who has the necessary

authorization. Unauthorizedcomplaintsarerejectedbyenteringareason

forrejectionfortheitemsconcerned. Afterallitems havebeenchecked

andthebillingblockhasbeenremoved,thedocumentcanbebilled.

Rejected items are not transferred into the billing documents; however,

theyarestillavailableforevaluationpurposes.

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LO150 Lesson: Sales Order Processing – Complaint Processing

Exercise 27: Sales Order Processing –

Complaint Processing

Exercise Objectives

Aftercompletingthisexercise, youwillbeableto:

• Processacreditmemorequestandcreditmemo.

Business Example

A customer buys headlights from you. After the headlights have been

deliveredtothecustomerandhehaspaidforthem,thecustomerreports

thatoneoftheheadlightsdoesnotwork. Youagreetocreditthecustomer

for the amount paid.

Task 1 Create the sales order, outbound delivery and

billing document.

Create a standard order, delivery, transfer order, post goods issue and

a billing document.

1. Createastandardorderforthefollowingcustomerpurchaseorder.

Field Value

Document type OR

Customer T-S50A## (1000/12/00)

Customer PO no. 9–111##

Requesteddeliverydate in 10 days

Material T-AS1##

Quantity 10 pcs

Savetheorderandrecordthedocumentnumber.

______________________________

2. Createanoutbounddeliveryfortheprevioussalesorder.

Savethedeliveryandrecordthedocumentnumber.

_____________________________________________

Continued on next page

387

Field	Value
Document type	OR
Customer	T-S50A## (1000/12/00)
Customer PO no.	9–111##
Requesteddeliverydate	in 10 days
Material	T-AS1##
Quantity	10 pcs

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Unit8: SalesandDistribution: ComplaintProcessing LO150

Field Value

Shipping point Z0##

Selection date <20 days from today>

3. Create the transfer order to pick the material for the delivery and

post goods issue.

Create a transfer order as a basis for goods movement in the

warehouseandtoprintthepickinglist. Enterthetransferorderfor

theoutbounddeliveryfromtheprevioustask.

Field Value

Warehouse number 010

Plant 1000

Foreground/backgrndBackground Background

Adopt pick. quantity 2 (Adopt picking

quantity and post goods

issue)

Record the transfer request number.

__________________________________

4. Create the billing document for the outbound delivery from the

previous task.

Savethebillingdocumentandnotedownthedocumentnumber.

___________________________________________

Task 2

Create a credit memo request.

Note: Afterthecustomerhasreceivedandpaidforthematerials,

theyrealizethatoneoftheheadlightsisdefective. Youdetermine

thatthisdamageoccurredduringtransportation. Youagreethat

the customer will keep the headlight and be credited with the

amountpaid. Performcreditmemoprocessing.

1. Createacreditmemorequest,OrdertypeG2,withreferencetothe

billingdocumentsfor1oftheheadlightsontheinvoice.

Continued on next page

388

Field	Value
Shipping point	Z0##
Selection date	<20 days from today>

Field	Value
Warehouse number	010
Plant	1000
Foreground/backgrndBackground	Background
Adopt pick. quantity	2 (Adopt picking quantity and post goods issue)

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LO150 Lesson: Sales Order Processing – Complaint Processing

2. Enter damagedintransitastheorderreasonontheOveriewSales

tab page.

3. Savethecreditmemorequestandrecordthedocumentnumber.

__________________________________________

Task 3 The credit memo request is reviewed and

approved by the employee responsible.

Approve a credit memo request.

1. Releasethecreditmemorequestforbillingbyremovingthebilling

block.

Task 4

Create a credit memo.

Note: After the credit memo has been approved (by removing

the billing block), it can be billed (credit memo created) and the

accounting documentsforposting to the customers A/Rwillbe

generated

1. Createacreditmemoinresponsetothecreditmemorequest.

Hint: To createcreditmemos, usethesametransactionthat

youwoulduseforcreatingbillingdocuments.

2. Savethecreditmemoandrecordthedocumentnumber.

_______________________________________________

Task 5 Questions on Complaint Processing

1. Canyoucreateanoutbounddeliveryforacreditmemorequest?

2. Doyouhavetocreateacreditmemorequestorreturnwithreference

to a sales orderor a billing document?

3. Why would you create a credit memo request or returns with

reference to a sales order?

4. Whydoyouneedtoenteranorderreasonforreturns,creditmemo

requests or debit memo requests?

5. Beforeacreditmemocanbecreatedthroughbilling,youmayrequire

approvalforthecreditmemorequest. Whichfieldwouldallowyou

to do this?

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Unit8: SalesandDistribution: ComplaintProcessing LO150

Solution 27: Sales Order Processing –

Complaint Processing

Task 1 Create the sales order, outbound delivery and

billing document.

Create a standard order, delivery, transfer order, post goods issue and

a billing document.

1. Createastandardorderforthefollowingcustomerpurchaseorder.

Field Value

Document type OR

Customer T-S50A## (1000/12/00)

Customer PO no. 9–111##

Requesteddeliverydate in 10 days

Material T-AS1##

Quantity 10 pcs

Savetheorderandrecordthedocumentnumber.

______________________________

→ → → →

a) Logistics Salesanddistribution Sales Order Create

b) Choose Save.

Thedocumentnumberisassignedbythesystem.

2. Createanoutbounddeliveryfortheprevioussalesorder.

Savethedeliveryandrecordthedocumentnumber.

_____________________________________________

Continued on next page

390

Field	Value
Document type	OR
Customer	T-S50A## (1000/12/00)
Customer PO no.	9–111##
Requesteddeliverydate	in 10 days
Material	T-AS1##
Quantity	10 pcs

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LO150 Lesson: Sales Order Processing – Complaint Processing

Field Value

Shipping point Z0##

Selection date <20 days from today>

→ → →

a) Logistics Salesanddistribution Shippingandtransportation

→ → →

OutboundDelivery Create SingleDocument WithReference

to Sales Order.

Toentertheoutbounddeliveryatanearlierdate,settheselection

date20daysintothefuture. UseshippingpointZ0##.

b) Choose Save.

Thedocumentnumberisassignedbythesystem.

3. Create the transfer order to pick the material for the delivery and

post goods issue.

Create a transfer order as a basis for goods movement in the

warehouseandtoprintthepickinglist. Enterthetransferorderfor

theoutbound deliveryfromtheprevioustask.

Field Value

Warehouse number 010

Plant 1000

Foreground/backgrndBackground Background

Adopt pick. quantity 2 (Adopt picking

quantity and post goods

issue)

Record the transfer request number.

__________________________________

→ → →

a) Logistics Salesanddistribution Shippingandtransportation

→ →

Picking Createtransferorder Singledocument

Thedocumentnumberisassignedbythesystem.

4. Create the billing document for the outbound delivery from the

previous task.

Savethebillingdocumentandnotedownthedocumentnumber.

Continued on next page

391

Field	Value
Shipping point	Z0##
Selection date	<20 days from today>

Field	Value
Warehouse number	010
Plant	1000
Foreground/backgrndBackground	Background
Adopt pick. quantity	2 (Adopt picking quantity and post goods issue)

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Unit8: SalesandDistribution: ComplaintProcessing LO150

___________________________________________

→ → →

a) Logistics Salesand distribution Billing Billing document

→

Create.

b) Choose Save.

Thedocumentnumberisassignedinternallybythesystem.

Task 2

Create a credit memo request.

Note: Afterthecustomerhasreceivedandpaidforthematerials,

theyrealizethatoneoftheheadlightsisdefective. Youdetermine

thatthisdamageoccurredduringtransportation. Youagreethat

the customer will keep the headlight and be credited with the

amountpaid. Performcreditmemoprocessing.

1. Createacreditmemorequest,OrdertypeG2,withreferencetothe

billingdocumentsfor1oftheheadlightsontheinvoice.

→ → → →

a) Logistics Sales and distribution Sales Order Create

document type: Creditmemorequest (G2).

b) Choose Create with reference.

c) Choose the Billing Document tab page and enter the billing

document number.

d) Choose Copy.

e) Change the targetQty. to 1PCto 10 PC.

2. Enterdamaged intransit astheorderreasonontheOveriewSales

tab page.

a) Choose the Overview Sales tab page and enter damaged in

transit in the orderreason field.

3. Savethecreditmemorequestandrecordthedocumentnumber.

__________________________________________

a) Choose Save.

Thedocumentnumberisassignedbythesystem.

Task 3 The credit memo request is reviewed and

approved by the employee responsible.

Approve a credit memo request.

Continued on next page

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LO150 Lesson: Sales Order Processing – Complaint Processing

1. Releasethecreditmemorequestforbillingbyremovingthebilling

block.

→ → → →

a) Logistics Salesanddistribution Sales Order Change.

b) SelectBlankchoicefortheBillingblockfield.

c) Savethecreditmemorequestbeforeexiting.

Task 4

Create a credit memo.

Note: After the credit memo has been approved (by removing

the billing block), it can be billed (credit memo created) and the

accounting documentsforposting to the customers A/Rwillbe

generated

1. Createacreditmemoinresponsetothecreditmemorequest.

Hint: To createcreditmemos, usethesametransactionthat

youwoulduseforcreatingbillingdocuments.

→ → →

a) Logistics Sales and distribution Billing Billing document

→

Create.

2. Savethecreditmemoandrecordthedocumentnumber.

_______________________________________________

a) Choose Save.

Thedocumentnumberisassignedbythesystem.

Task 5 Questions on Complaint Processing

1. Canyoucreateanoutbounddeliveryforacreditmemorequest?

a) No. Duringcreditmemoprocessing,nooutbounddeliveriesor

goods movements take place.

2. Doyouhavetocreateacreditmemorequestorreturnwithreference

to a sales orderor a billing document?

a) No. Itisalsopossibletocreateacreditmemorequestorareturn

withoutreference toanotherdocument.

Continued on next page

393

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Unit8: SalesandDistribution: ComplaintProcessing LO150

3. Why would you create a credit memo request or returns with

reference to a sales order?

a) Ifyourefertoasalesorderwhencreatingacreditmemorequest

or return, the system receives all required information–such

ascustomerdata, materialdata, quantityand prices–fromthe

original sales document.

4. Whydoyouneedtoenteranorderreasonforreturns,creditmemo

requests or debit memo requests?

a) Youentertheorderreasoninordertobeableto evaluatehow

manycomplaintshavebeencreatedandforwhatreasons.

5. Beforeacreditmemocanbecreatedthroughbilling,youmayrequire

approvalforthecreditmemorequest. Whichfieldwouldallowyou

to do this?

a) This can be done using the Billing block field. A billing block

is put on the credit memo request; this prevents immediate

or automatic billing. After the credit memo request has been

approved, the billing block can be removed and billing can

begin. Youcanremovethebillingblockbychangingthesetting

forthesalesdocumenttypecreditmemorequestinCustomizing.

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LO150 Lesson: Sales Order Processing – Complaint Processing

Lesson Summary

You should now be able to:

• Processacreditmemorequestandcreditmemo

Related Information

• http://help.sap.com

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Unit8: SalesandDistribution: ComplaintProcessing LO150

Lesson: Shipping: Complaint Processing

Lesson Overview

Returnsareanormalpartofdoingbusinessformostcompaniestoday. In

thislesson,youwilllearnhowtoprocessdocumentstoaccommodatea

customer’s returns.

Lesson Objectives

Aftercompletingthislesson, youwillbeableto:

• Process a returns request sales order, returns delivery and credit

memo

Business Example

Customersreturnproductbecausetheypurchasedthewrongproductor

theproductwasdamagedintransit. Notallproductsarereturneddueto

damagebutitiswisetoreturntheproducttoaspecificplace(QAarea)to

bechecked,reworked,orscrappedpriortoreturningittoyouravailable

stockarea. Youwillneedtocreateareturndocumentandbringthereturn

product backinto yourplant forinspection.

Figure 119: Processing Returns

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LO150 Lesson: Shipping: Complaint Processing

Youcan create returnswith reference to abillingdocumentoranorder.

This means that the system receives all the required information on

quantitiesandpriceagreementsfromtheoriginaldocument. Inthisway,

the correct amountcan be processed further.

In returns processing there is an approval step, which is carried out by

implementing an automatic billing block.

Whenthegoodshavebeenreturnedtoyourwarehouse,youpostgoods

receiptonthebasisofareturnsdelivery. Normallythisisnotcarriedout

intheavailablestock,butinseparatereturnsstockarea. Thispostingcan

becarriedouteitherbeforeorafterthecreditmemohasbeencreated.

Afterremovalofthebillingblock,thecreditmemo(billingdocument)and

required accounting documents can be created. The correct amount is

automaticallycreditedtothecustomeraccount. Thisstepcanbecarried

outindependentlyoftheinbounddeliveryofreturnedgoods.

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Unit8: SalesandDistribution: ComplaintProcessing LO150

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